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Nidhila Kalarikkal, CUSTOMER SUCCESS SPECIALIST

Nidhila Kalarikkal

CUSTOMER SUCCESS SPECIALIST·RETAIL INFORMATION SYSTEMS (RIS) DMCC,

United Arab Emirates

Bachelor's degree, Electronics And Communication Engineering

Work experience

Total years of experience: 7 years, 7 months

CUSTOMER SUCCESS SPECIALIST

November 2025 - Present

RETAIL INFORMATION SYSTEMS (RIS) DMCC,

Dubai, United Arab Emirates

November 2025 - Present

• Manage a portfolio of 15+ high-value enterprise B2B retail
customer accounts, driving retention, satisfaction,
adoption, and account growth.
• Lead post-sale onboarding and solution adoption in
coordination with sales and delivery teams across POS, RFID,
CCTV, access control, HR, and analytics systems.
• Upsell, cross-sell, upgrade, and modernization opportunities
based on customer needs and usage requirements.
• Own customer success activities including churn risk
identification, issue resolution, and proactive engagement
for retention.
• Product demos and solution presentations, supporting lead
generation, conversion, and expansion opportunities.
• Collaborate with technical, sales, and operations teams to
ensure smooth deployment, SLA compliance, and issue
resolution.
• Maintain CRM records, track customer health, usage
indicators, and KPIs for performance reporting and lifecycle
management.
Company industry:
IT Services

CUSTOMER SUCCESS EXECUTIVE

September 2024 - September 2025

AVETCO LLC,

Dubai, United Arab Emirates

September 2024 - September 2025

• Managed B2B client accounts and acted as the primary
relationship owner, ensuring satisfaction and retention.
• Recommended solutions across RFID, access control,
S
intercom, and AV systems based on client requirements.
• Conducted meetings, demos, and site visits to strengthen
relationships and improve adoption.
• Guided clients on system usage, best practices, and
optimization to maximize value.
• Handled escalations promptly and ensured high service
quality.
• Identified upsell/cross-sell opportunities to support
business growth.
Company industry:
IT Services

TEAM LEADER - SALES & MARKETING

June 2022 - August 2024

CROMWELL UK INTERNATIONAL EDUCATION,

Dubai, United Arab Emirates

June 2022 - August 2024

• Managed full admissions lifecycle: lead generation,
qualification, counselling, enrolment, and post-admission
support
Company industry:
Higher Education

OPERATIONS COORDINATOR

February 2019 - October 2021

ALPHA ASSOCIATES,

Kerala, India

February 2019 - October 2021

• Coordinated telecom infrastructure projects (RF, EMF,
drive testing) ensuring timely completion and compliance.
• Managed project timelines, resources, and budgets for
successful delivery.
• Collaborated with cross-functional teams to resolve
challenges and ensure smooth execution.
• Conducted status meetings and stakeholder updates.
• Ensured adherence to industry standards and regulatory
requirements.
Company industry:
Telecommunications

SENIOR CUSTOMER SERVICE EXECUTIVE

March 2018 - January 2019

TELEONE CONSUMERS PRODUCT PVT LTD

Kerala, India

March 2018 - January 2019

• Delivered customer support via phone, email, and CRM
platforms.
• Coordinated logistics, ensuring timely dispatch and
delivery.
• Supported sales and operations teams in order
management and billing.
• Monitored KPIs and service quality metrics to improve
customer experience.
• Resolved escalations and trained junior staff.
Company industry:
Marketing

Education

JCT collage of engineering and technology

January 2018

January 2018

Bachelor's degree, Electronics And Communication Engineering

India

GPA (percentage): 80%

GPA (percentage): 80%

Designed and implemented a smart home automation system that allows users to remotely control and monitor home appliances using IoT (Internet of Things) technologies. The system included sensors, microcontrollers, and wireless connectivity to ensure efficient home management.

JCT College of Engineering and Technology

January 2018

January 2018

Bachelor's degree, ELECTRONICS & COMMUNICATION

India

Skills

operations
Expert
operations
Expert
Team Leadership
Expert
Team Leadership
Expert
Sales and Marketing
Expert
Sales and Marketing
Expert
Customer Service Skills
Expert
Customer Service Skills
Expert
Communications
Expert
Communications
Expert
Sales Strategy & Lead Conversion
Expert
Sales Strategy & Lead Conversion
Expert
Customer Relationship Management
Expert
Customer Relationship Management
Expert
Lead Generation
Expert
Lead Generation
Expert
Client Needs Assessment & Solution Selling
Expert
Client Needs Assessment & Solution Selling
Expert
Customer Query & Complaint Resolution
Expert
Customer Query & Complaint Resolution
Expert
Project Coordination & Stakeholder Management
Expert
Project Coordination & Stakeholder Management
Expert
Operations Management & Process Improvement
Expert
Operations Management & Process Improvement
Expert
CRM & ERP Platforms
Expert
CRM & ERP Platforms
Expert
Data Analysis & Reporting
Expert
Data Analysis & Reporting
Expert
Team Leadership & Training
Expert
Team Leadership & Training
Expert
Customer Service
Expert
Customer Service
Expert
Management
Expert
Management
Expert
Administration
Intermediate
Administration
Intermediate
Sales
Expert
Sales
Expert
Training
Expert
Training
Expert
Marketing
Intermediate
Marketing
Intermediate
Microsoft Office
Expert
Microsoft Office
Expert
Science
Intermediate
Science
Intermediate
Project Management
Expert
Project Management
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Recruitment
Intermediate
Recruitment
Intermediate
Business Development
Expert
Business Development
Expert
Key Account Management
Intermediate
Key Account Management
Intermediate
Call Center
Expert
Call Center
Expert
Eloquent, articulate speaker with a polished accent and strong rapport-building presence.
Expert
Eloquent, articulate speaker with a polished accent and strong rapport-building presence.
Expert
BUSINESS NEGOTIATION
Intermediate
BUSINESS NEGOTIATION
Intermediate
CROSS SELLING
Intermediate
CROSS SELLING
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER SUCCESS MANAGEMENT
Intermediate
CUSTOMER SUCCESS MANAGEMENT
Intermediate
ESCALATION MANAGEMENT
Intermediate
ESCALATION MANAGEMENT
Intermediate
RELATIONSHIP MANAGEMENT
Intermediate
RELATIONSHIP MANAGEMENT
Intermediate
REVENUE GROWTH
Intermediate
REVENUE GROWTH
Intermediate
UPSELLING
Intermediate
UPSELLING
Intermediate

Languages

English
Expert
Hindi
Intermediate
Malayalam
Native Speaker
Tamil
Expert

Hobbies

  • Learning